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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which service changes should be documented in change records?

A) Formal closure of services
B) User training
C) All service changes
D) Staff recruitment

2. What should planning for new or changed services include?

A) major non-conformities to all Underpinning Contracts (UCs)
B) budgets and staff resources
C) recent Problems and Known Errors in the desktop environment
D) trends in Capacity growth of the current applications

3. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Availability Plan
B) Business Resource Plan
C) Capacity Plan
D) Service Management Plan

4. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that a process exists for the procurement of suppliers
B) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
D) to ensure that supplier processes and procedures are defined where outsourced

5. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) The number of people purchasing that service
B) How much the service costs compared to other providers of the service
C) How well the service meets customer and user expectations
D) How much the service costs divided by an average of evaluation scores

Solutions: